BMW India — Poor, unprofessional and unsatisfactory service.

Poor, unprofessional and unsatisfactory service.
To whom it may concern:
On the 16th of September 2016 I’ve booked my vehicle (BMW 320 I 2006 model, registration VBY 237GP) at the Midrand BMW branch. Delivered my vehicle on Monday the 19th September 2016.
Reasons:
1. Service
2. Leakage of water (bottom of the engine)
3. Leakage of oil.
Not informing me that my vehicle would be in for two days !!!
My vehicle was only supposed to be booked in for only one day where it ended up for two days. Tuesday at roundabout 12 o’clock on the 20th of September 2016 Midrand BMW called me to inform me that my vehicle was ready for collection. I arrived at BMW Midrand to collect my vehicle and asked if all relevant work had been done including the service, to which their reply was “no”!
Please bare in mind that they had already had the vehicle for two days and I then had to wait for them to service it.

Upon my arrival at home, I noticed an immense amount of water/oil/coolant was leaking out from under the engine and when I opened my bonnet I found loose engine covers, bolts and nuts. I eventually managed to get hold of Mr. Paul Rodrigues whom is the customer Care manager at Midrand BMW and informed him about my findings on my vehicle where he just told me that he is not even supposed to take this call due to the fact that he has to go and pick up his kids at school. I asked if a technician could please come to my home to see what the problem was, which they duly did. There was nothing that the technicians could do so they then arranged for my vehicle to be collected the following morning and taken back to be re-checked and to be repaired as should have been the case on Monday the 19th of September 2016.
After been promised that the vehicle would be collected the following morning, I was still pushed from pillar to post in order for this to be done, including speaking to Paul Rodrigues who was tantamount to rude to me regarding this issue, however, after standing my ground, Mr. Rodrigues eventually arrived at my home with a technician to collect my vehicle at 11:00am, which he called “nice and early”!!!

BMW Midrand then phoned me back and informed me that they need to replace the water pump and thermostat on my vehicle.
Cost involved for Monday and Tuesday added up to R4 598, 66 which I paid on Tuesday the 20th of September 2016 and with the extra repairs on their findings on Wednesday, added an additional amount of R7 200, 00. Therefore if I did let them do the repairs on the water pump and the thermostat the total amount payable by me would have ended up to R11 798, 66.
I then asked them if I could arrange for my vehicle to be released and towed away by my insurance company to another known mechanic in Krugersdorp. The reason for this was due to unacceptable/sub-standard workmanship/cost and customer service. They agreed and I endeavoured for my vehicle to be removed on Thursday the 22nd of September 2016.
I phoned BMW Midrand on 22 September 2016 in order to organise the release of my vehicle for the purposes of towing it away. My details were taken and I was informed that someone would phone me and confirm this… to date, I am still waiting for someone to call me to inform me that this would be acceptable.
I had to call them again on the Friday morning 23 September 206 in order to see what the decision was, only to be told that everything had been arranged on the Thursday…..as I mentioned, no one from BMW Midrand bothered to call me to inform me.
Only on Friday the 23rd of September, my mechanic of Krugersdorp phoned me after he apparently received and checked my vehicle and advised that the vehicle’s water pump and thermostat did not need to be replaced. We then discovered that they had delivered the wrong BMW to my mechanic in Krugersdorp, he then found a business card inside the vehicle and I phoned the owner, a Mr. X.
BMW Midrand had clearly released the wrong vehicle and therefore Mr. X vehicle was taken without his knowledge and released off the BMW Midrand premises. A while later, BMW Midrand called me to inform me that the tow truck was on its way to them (BMW Midrand) to collect my vehicle and drop it with my mechanic.
You can imagine my surprise when I told them that my mechanic has just called me to let me know that the water pump and thermostat did not need replacing on my “supposed” vehicle.
A Mr. Paul Mhlanga phoned me to get my “undiluted” version of the story. I informed him that I had already spoken with the director at BMW Midrand, a Mr. Piet Van der Merwe.
Mr. Van der Merwe asked me to please send an email authorising the release of my job card details (which they do not even give to the owner of the vehicle) to Mr. X so he could confirm that the work done on his vehicle was infact the correct work and not maintenance done on my vehicle.

Mr. Mhlanga called me to inform me that Mr. Van der Merwe had sent me an email letting me know that my vehicle had been collected by the towing company and had been delivered to my mechanic.
This was not the story….as I write….Im still waiting for the so called email!

Eventually they (BMW Midrand) phoned me roundabout 4 o’clock Friday afternoon to inform me that my vehicle has been picked up by the towing company and that it is on its way to my mechanic. I contacted my mechanic to see if he indeed received my vehicle…. at this point he had not. Around 2 hours later my mechanic let me know that my vehicle was in his possession.
Due to the unprofessional service received from BMW Midrand, no one seemed to know the whereabouts of my vehicle.

Conclusion.
BMW Midrand motor vehicle service and customer care (Gauteng, South Africa) is insufferable and unacceptable.
I’m a single mother with two boys. Without any family and a motor vehicle we stayed without food for two days and where it also left me in a bad position so to have organized for a lift for my younger son to school and back. As I write this mail, I have been without my car for 5 days and now have a weekend to endure to look after my family.
I would really appreciate it if this matter could be taken up so that other future customers like myself and Mr.X. don’t have the same and or similar experience as we did at BMW Midrand. All that I and Mr. X received from BMW Midrand is untruthfulness, disrespect and a high level o[censored]nprofessional service.
Details of Mr. X are available to confirm the service that he received and also the story behind his vehicle that was released without his knowledge.
People that I’ve contacted for assistance:
Mr. Piet Van der Merwe
Mr. Paul Mhlanga
Mr. Paul Rodrigues
Regards
Clare Feliciano.